Customizing Dynamics 365 Omnichannel Forms and Agent Experience

Omnichannel agent experiences can be improved by providing customized forms, layouts, and surfacing data quickly. With Dynamics 365 Omnichannel for Customer Service, there are several customization options available. Let’s take a look at these. First, let’s look at the Omnichannel experience when a chat session is started. The agent sees below: Breaking this down, we see: The left navigation, which holds tabs to the sessions: The chat interface, where the … Continue reading Customizing Dynamics 365 Omnichannel Forms and Agent Experience

Authenticating Users in Omnichannel for a Better User Experience

In this post, we will look at how to set up authentication in Omnichannel so Power Apps Portal customers can be pre-authenticated when talking with agents. An example scenario of where this may come in useful is where a customer may need help with an account they have subscribed to, for example, their phone company, an airline etc. The customer can log into the company’s website using their account or … Continue reading Authenticating Users in Omnichannel for a Better User Experience

Omnichannel for Customer Service Setup Chat Widget

In a previous post, we installed Omnichannel for Customer Service. In this next post, we will set up Omnichannel. First, let’s head to the Omnichannel Administration app at yourorg/apps: You should see: Scroll down to Users. We see there are no users in Omnichannel set up right now: Let’s add one. There is no New or Add button on this screen. Instead, we need to head over to Security in D365 … Continue reading Omnichannel for Customer Service Setup Chat Widget

How to Install Microsoft Omnichannel for Customer Service

In this post, we will look at the installation of Microsoft Omnichannel for Customer Service. First, we will need to ensure the Dynamics 365 services are purchased and enabled in order to use Omnichannel for Customer Service. Purchase Services and Assign Licenses Go to the Microsoft Admin Center at https://admin.microsoft.com/: Select Add-Ons: Search for Trials. We will select the Dynamics 365 Customer Engagement Applications Trial: Click Get Free Trial: Click … Continue reading How to Install Microsoft Omnichannel for Customer Service